I have a great deal of respect for the The Points Guy and the empire he has built. I know Brian Kelly personally and am friends with Zach Honig, the site’s Editor-in-Chief. But I’m so disappointed by a review of United Business Class posted earlier today.
I’ll give you the executive summary: staff writer JT Genter had a bad flight.
Here’s how his review ends:
This was by far the worst business-class flight I’ve experienced. I can easily think of a few economy products that I would’ve rather flown instead: Japan Airlines, Cathay Pacific and Lufthansa come easily to mind.
He knows this is difficult to defend, but tries to–
While the easy rebuttal is that United’s business-class seats are lie-flat, my broken leg rest and the crew’s hesitance to allow me to change seats eliminated that advantage. Plus, I’d rather have the economy meals from any of those three airlines than the ones I was served on this flight. The in-flight entertainment systems and power plugs worked well and the service was much more personal and responsive on each of those airlines in economy than on this flight in United’s business class.
Ok, his leg rest was broken. That doesn’t make the seat less comfortable than an economy class seat since economy class seats don’t have leg rests. He was also annoyed his seatmate was chewing tobacco (I would be too). He asked to moved and was eventually re-accomodated.
Let me pick about two more parts.
I chose the chicken breast, but was then confused when I was asked for my “next selection.” After all, I was seated in the first row of business class and the FAs took orders from front to back. I wondered if lunch would be served with two smaller entrees, so I asked for the rack of lamb. It turns out only the lamb was served.
Orders are taken from front to back on United then sorted by status. That is why guests are asked for their first and second choice. He misunderstood the process, ordered the wrong dish, and received his first choice. Is United to blame for that?
And then this–
Sadly, the one amenity I was hoping for wasn’t present: the Polaris bear.
To dismiss the Saks’s Fifth Avenue Polaris bedding and express disappointment over a stuffed bear strikes me as…juvenile. Anyone who has flown more than one airline in business class would recognize that United’s bedding in Polaris is literally the best in the world (or at least very close to the top).
Read the review. It was a bad flight for sure and I’m not defending United. But when you argue a lie-flat seat is worse than economy class on a 9hr flight…well, sorry. I’ll read your reviews for entertainment purposes only…